Twilio

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Introducing Relay – A Solution Built Using Twilio’s IoT Platform

As part of Twilio Signal Conference 2021, Ibraheem Khalifa, the Director of Product, and Brandon Smith, the Senior Software Architect from Relay, presented their product. Relay is a small, portable cellular device. This device can be programmed for communication over voice commands, tracking, and sending alerts using an Open API. Relay uses Twilio IoT Super […]

Twilio Paste design system

Introducing Paste – A New Design System for Twilio

Recently our Twilio delivery team has been looking at Paste, the new design system created by Twilio for in-house use. The Signal conference offered a great overview of Paste – How we built a unified, inclusive design system to nurture Twilio’s UX. If you have a Signal pass, I encourage you to watch it on […]

Signal 2021 keynote

Signal 2021 Day 1: Twilio Engage, Intelligence for Voice, Flex One and more

As expected, there was no shortage of announcements on the first day of Signal, mostly during the keynote. We’ll be able to dig deeper into the details on some of these in breakout sessions, but there is certainly some interesting stuff to talk about. Twilio Engage represents the first over-arching consolidation of services into a […]

Perficient Included in Gartner’s Forecast Analysis: CPaaS, Worldwide, 2021

We are excited to announce our inclusion in Gartner’s Forecast Analysis: CPaaS, Worldwide, 2021, as a top-rated third-party System Integrator (SIs) for Amazon Connect and Twilio. This guide lays out expectations when it comes to CPaaS providers, how CPaaS should be working for your business, and the overall market prospect when it comes to leveraging […]

Male Doctor Video Chatting On Laptop

Healthcare Consumer Engagement Post-COVID

On June 22nd, 2021, Perficient’s Director of Healthcare Strategy David Allen joined forces with Susan Collins, Twilio’s Global Head of Healthcare Services, to discuss what they are seeing in the Healthcare and Life Sciences industry, how customer engagement solutions are being utilized to new extents, and what the future holds for digital health as a […]

Women Sitting In A Call Center

Join Perficient and Twilio Experts as They Discuss Programmable Contact Centers

Perficient’s CES Planning and Contact Center Strategist, Lora-Lee Pond, will be joining Twilio experts Tuesday, June 15 for the second installment of Twilio Talks to discuss Flex as the programmable contact center of the future. Lora-Lee will illustrate, first-hand, the strategy and implementation behind Twilio Flex here at Perficient. Historically contact centers have been served […]

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Perficient to Present at Twilio Talks

Perficient’s Contact Center Solution Architect, Lora-Lee Pond, is set to join Twilio experts Thursday, May 4th, for Twilio Talks to discuss augmenting, adapting, and accelerating cloud-based contact center solutions. Lora-Lee will discuss what Perficient has seen in the industry when it comes to rapidly changing environments, and how our services can help bring agility and […]

Patterns of Customer Experience

This is the first in a series of posts around patterns in customer experience as it pertains to omnichannel customer service. Background My wife and I are currently in the midst of a move to a smaller house that is more accessible. We are starting with a somewhat open slate and using an architect to […]

Coveo for Salesforce Customer Agents

Integrate Twilio Flex with ServiceNow to Elevate Your Customer Service Experience

Recovery and emerging trends  As organizations begin to think about the recovery phase from the COVID era, businesses that were digitally enabled and able to innovate fared better. Companies that were previously resistant to change were suddenly faced with the choice to accelerate digital innovation or risk their survival. At Twilio’s annual conference Signal 2020, […]

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Evolving Traditional Technologies Toward CX

Contact Centers are a traditional aspect of companies and historically where and how those companies seek to interact with their customers. For years the chief expectation for these interactions was primarily via the phone or voice channel. Though as consumers embraced the internet and mobility, newer channels emerged. As this continued, along with businesses’ desires […]

Signal 2020 virtual

Signal 2020: Thoughts and Takeaways

It’s the week after Signal 2020, Twilio’s annual developer conference. I wanted to recap some key announcements and impressions from various sessions and product news. After several attempts to schedule due to the pandemic, Signal re-invented itself this year as a completely virtual experience. I was fortunately enough to be asked to speak at a […]

Not All Texts Are Created Equal

Not All Texts Are Created Equal

Whether you work in big tech or the service industry, you are retired or grudgingly buying your pre-teen their first smartphone, let’s face it, texting has become the most used communication tool in your daily life.  SMS (Short Message Service), aka “Texting”, enables many to skip voice communication altogether and opt for the instant power […]

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